In This Episode:
In this episode our host, Denise Silber, is joined by Christophe Caïs, founder and CEO of CXG. Together they explore the sea change sparked by COVID and the new customer experience expectations for retail brands that have both physical and digital channels. In a word, customer experience must be the same in person and online.
After working with over 200 brands, Christophe Caïs explains how and why companies must reorganize their teams and re-invent their marketing, eliminating the traditional silos separating the in-store and on-line strategy and execution.
This episode provides actionable recommendations for any entrepreneur seeking to improve their customers’ experience and is not to be missed!
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A Glimpse of What You’ll Learn
How COVID is transforming marketing organizations
How to create the perfect “emotional signature” for your brand
The importance of aligning the digital and in-store experience
Why the transaction is just the starting point
Why you are probably surveying the wrong people
The relational component of retail
The future of luxury goods within the metaverse
RESOURCES MENTIONED IN THIS EPISODE
Christophe Caïs, Founder and CEO of CXG
Christophe Caїs is the founder and CEO of CXG, a leading global customer experience consulting and transformation agency for premium and luxury brands. CXG has worked with 200 brands. Currently based in the UAE, Christophe Caïs has lived and worked in France, China, the UK, Spain, and the US. and has a history of building and leading multi-cultural teams. An alumnus of the HBS OPM program, Christophe Caïs contributes to major publications, including Forbes and Luxury Daily and shares luxury insights as a keynote speaker in industry forums such as the EY Luxury Business Day and China Connect. Christophe Caïs is a member of CXPA and Forbes Agency Council, is an active mentor at Endeavor, and has been nominated twice for the CEO Middle East Awards.